The following post was originally published in November 2010 That is the question we think more business leaders should be asking. Under the right circumstances, it could hold the key to competitive differentiation and enduring customer loyalty. Recently, we worked on an assignment for a start-up CPG business. This specialty retailer has premium products and Read more about To Fee or Not to Fee[…]

The following post was originally published in August 2010. eCommerce has come a long way in a very short time. In many consumer product and service categories, there is no easier way to buy than online. Books, movie rentals, music, hotel reservations, and event ticketing are just a few of the categories that are easily Read more about Is Your Tick Box a Real Tick Off?[…]

The following post was originally published in July 2012. A number of years ago, an ex-employee of a large consumer packaged goods (CPG) company shared a story with me about the drive for revenue growth in the business. In an effort to boost year-over-year earnings, the company allegedly increased the size of the hole in Read more about Addition by Subtraction[…]

The following post was originally published in September 2013 Beyond our banking partner, the phone company is probably the most important business relationship many of us have. Just what would we do without our wireless internet access or mobile phone service, anyway? Have you ever stopped to really think about how much money you spend Read more about What’s $2 More per Month?[…]

The following post was originally published in January 2013. A casual restaurant chain is a great place to study upselling. Recently, I stopped in at one of my favourite spots for a quick dinner. Time was tight, so I ordered as soon as I was greeted, without ever looking at the menu. I went for Read more about Regular or Sweet Potato Fries?[…]

The following post was originally published in October 2011 I recently attended a formal function that offered a cash bar service. The bartender (we’ll call her Jennifer) was engaging and efficient at her role. She may have also been a prudent business person, for while she was serving beer and wine, she was also selling Read more about Lessons from the Tip Jar[…]

The following post was originally published in July 2010. Question #1: in which aircraft would you feel safer flying – a single engine jet or a twin-engine model? Question #2: as a shareholder, in which investment would you feel more secure with your money – a business with a single, focused product offering, or one Read more about Flying Through the Turbulence[…]

The following post was first published in April 2012. Recently, I had the pleasure of staying in one of the nicer properties of a high-end hotel chain. As usual, the first impressions were excellent: polite greetings from the staff, a beautiful fireplace in the foyer, a fresh aroma in the air. My room was no Read more about Can’t Touch This[…]

The following post was first published in January 2010. Seth Godin is one of my favourite authors and thinkers on business strategy, marketing, and customer relationship management. His seminal books Permission Marketing, IdeaVirus, and Purple Cow changed the way people think about customer engagement. I had the pleasure of spending 45 minutes one-on-one with Seth Read more about Take the Higher Ground[…]

The following post was originally published in December 2009. Early in November, a group of former co-workers got together at a historic Toronto tavern for a reunion. The atmosphere and the camaraderie were certainly a big part of why I stood for nearly 5 hours around the bar. Throughout the night, I kept an eye on one of the Read more about The Night is Young[…]